The Essential Handbook for Customer Success

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Guide your users toward the best outcomes and help them achieve long-term success with this free ebook on customer success essentials. CS is part of any good customer-centric SaaS company, because it links together customer outcomes, product experiences, and user advocacy. You can leverage it as a growth hack, building loyalty (and “success”) into the customer experience to optimize your retention, reduce churn, and lessen your reliance on sales-driven acquisition.

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you should read this ebook if...

  • You are new to SaaS support professional or a CS leader trying to build your team/department
  • You’re a solopreneur in the early stages of a successful product and you need to handle your own CS needs
  • You’re concerned about customer metrics like your acquisition, retention, and lifetime value (CLTV)

about this ebook

Just what is it that marks the difference between a customer support manager and their customer success peers? Surely support helps customers on their way to success? Yes and no. Customer support professionals are concerned with reactive resolution and provide day-to-say support for the general customer base. Helping people resolve their tickets results in a type of success, but that’s irrelevant to the kind of customer success we’re talking: keeping track of long-term performance, accounts’ lifetime value as customers, and providing pre-emptive help and guidance along the customer journey. So from that perspective, customer success really all starts with…

Guide your users toward the best outcomes and help them achieve long-term success with this free ebook on customer success essentials. CS is part of any good customer-centric SaaS company, because it links together customer outcomes, product experiences, and user advocacy. You can leverage it as a growth hack, building loyalty (and “success”) into the customer experience to optimize your retention, reduce churn, and lessen your reliance on sales-driven acquisition.

The Essential...StrikedeckCustomer Experience & JourneyThe Essential Handbook for Customer SuccessWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.The Essential...StrikedeckCustomer Experience & JourneyThe Essential Handbook for Customer SuccessWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

Just what is it that marks the difference between a customer support manager and their customer success peers? Surely support helps customers on their way to success? Yes and no. Customer support professionals are concerned with reactive resolution and provide day-to-say support for the general customer base. Helping people resolve their tickets results in a type of success, but that’s irrelevant to the kind of customer success we’re talking: keeping track of long-term performance, accounts’ lifetime value as customers, and providing pre-emptive help and guidance along the customer journey. So from that perspective, customer success really all starts with…

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The Essential Handbook for Customer Success
Reviewed by
Alissa Pagano
4.4
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Value

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What we loved:

We love that they do an early breakdown of customer success vs account management (which feels like it could be oriented around success of the customer) as well as customer support vs customer success. It also balances customer and product very well, considering SaaS is an industry where the two are so tied together. Overall, an excellent intro to customer success essentials.

What we didn't love:

From a purely aesthetic standpoint, this ebook gets a little crunchy around the edges. We spotted some slightly blurry or degraded visual elements, including some pixelated text that made parts hard to read. Strikedeck had the sense to avoid it at the beginning of the book, but it isn’t great presentation for the second half.


43 pages
Table of Contents
Interviews from the field
ISBN
978-2924253625

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